Preparing proof of purchase

When you contact support about an order, the purchase record connects your question with the correct transaction. Gather the order confirmation and relevant details before sending the enquiry. You do not need to circulate full payment credentials to identify a normal order, and an organised record is more useful than a large collection of unrelated screenshots.

Find the order reference

Start with the order number and the email address used for the purchase. The confirmation may identify the date, products and selected options. Keep the original message or file available so you can check the details rather than retyping them from memory. If you cannot find a number, describe what information you do have and ask support how it can locate the order.

Identify the affected purchase

If you placed several orders, make sure the record corresponds to the item in question. Similar product names can make an older confirmation look relevant when it is not. Match the date, product and configuration before sending it. For a multi-item order, identify the line that matters to the enquiry rather than expecting support to infer which item you mean.

Keep accepted changes with it

An order may have later correspondence about a corrected address or accepted request. Retain that confirmation alongside the original purchase record. Keep a submitted request separate from a confirmed change. If there are conflicting records, explain which is original and which response you received rather than editing the original to conceal the difference.

Limit the information you share

Use the official support route and provide the information relevant to locating the purchase and understanding the issue. Do not send passwords, verification codes or a full card number in an ordinary message. If an attachment contains unrelated transactions or private details, provide the relevant portion where appropriate while keeping the original for your own records.

Connect the record to the question

The purchase evidence alone does not explain the concern. Add a concise description of what you need help with and any relevant observation or date. Luxeline’s returns policy asks for an order number and clear issue description, with images where reasonably available. Keep those functions separate: the record identifies the transaction, while the explanation identifies the problem.

Retain the outcome

Keep the response, any return reference and the confirmed outcome with the order. If a refund or replacement is agreed, save that record without treating agreement as proof that the final transaction has completed. This makes a later follow-up easier and preserves the difference between the original purchase, subsequent discussion and actual resolution.

Keep originals and shared copies distinct

You may prepare a cropped or limited screenshot to show the relevant order information, but retain the original record for your own reference. Do not edit a document to change the transaction details. If a shared copy leaves something out for privacy, make that clear so support does not mistake the shortened view for the entire original confirmation.

Decision record

Relevant product information

Refund & Returns Policy; Wig, order and delivery FAQs; Contact Luxeline.

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